The BSM Blog

January 13, 2016
Dennis Drogseth
EMA

There is growing industry attention to user, customer, and digital experience management — often condensed by the acronym UEM for “user experience management.” This attention is more than justified, but most of the buzz leaves out critical questions like, “What is user experience management?”, “Who really runs (or who should run) the UEM show in the digital age?”, “What are its real benefits?”, and “What’s still missing from most UEM-related deployments?” In this blog I’m going to attempt to provide a few insights on each of these questions ...

January 05, 2016
Dennis Drogseth
EMA

In research done in 2015, Enterprise Management Associates (EMA) looked at changing patterns of IT service management (ITSM) adoption across a population of 270 respondents in North America and Europe. One of the standout themes that emerged from our findings was the need for the service desk to become a more automated and analytically empowered center of authority across IT as a whole. Rather than casting the service desk as a reactive, low-tech bastion of ineffective customer interaction, the data outlined requirements for a much more dynamic ITSM team — a team that could govern decision making and automate actions in dialog with operations, development, and business stakeholders ...

December 28, 2015
Larry Haig
Intechnica

As foreseen in previous years, the Application Performance Management (APM) market continues to develop, both in terms of numbers of providers and inherent functionality, particularly with regard to end user visibility. However, a lack of fundamental differentiation between many of the providers means that consolidation is to be expected, either due to the collapse of (over geared) Vendors, or via acquisition ...

December 02, 2015
Dennis Drogseth
EMA

EMA surveyed 306 respondents in North America, England, France, Germany, Australia, China and India about digital and IT transformation. The goal was in part to create a heat map around just what digital and IT transformation were in the minds of both IT and business stakeholders. One of the key lessons learned was that digital and IT transformation really do go hand in hand and both require a laser focus on obtaining the highest level of service performance and user experience ...

November 25, 2015
Pete Goldin
APMdigest

Retailers are investing heavily in digital business this year, according to the 2015 Retail & Consumer Holiday Outlook from PwC. This holiday season, 77% of retailers expect a 16% increase in digital revenues over last holiday season. PwC expects online shopping leaders to gain a 40% to 50% increase in digital revenues this holiday season ...

November 09, 2015
Dr. Thomas Mendel Ph.D.
Research In Action GmbH

The importance of Application Performance Management is at an all time high. The overall importance of Application Performance Management for the IT Service, Application and Operation Management space as a whole, is still growing every year. This makes it worthwhile to look ahead to see what the future will look like for the Next Generation of Application Management solutions ...

November 03, 2015
Dennis Drogseth
EMA

Over the last few years I've tried to represent a clear and growing trend that I've come to call "Advanced IT Analytics" or AIA, in contrast with other industry terms such as "IT Operations Analytics" and "Big Data". My issue with the former is that AIA isn't restricted to operations, but can reach out across all of IT, including executives, service desk and ITSM teams, development and even non-IT business stakeholders. It is multi-use case and multi-stakeholder in value, as the same data mosaic may serve performance, security, change management, and DevOps requirements, while also supporting business stakeholders in areas such as customer experience and market planning ...

October 28, 2015
Pete Goldin
APMdigest

According to Forrester, 2016 will prove to be the most consequential year for companies adapting to digitally savvy, empowered customers. Forrester identified the top 10 critical success factors that will determine if companies thrive or fail in the age of the customer ...

October 20, 2015
Jason Bloomberg
Intellyx

What it means to build quality software has taken a beating over the years. We're no longer content to strive for defect-free code. We must also make sure the software meets both its functional and nonfunctional requirements. Only now with the rise of more Agile ways of thinking, we've placed the notion of a software requirement under the microscope, as building flexible, resilient software often trumps checking items off our requirements list. As a result, the tried and true Project Management Iron Triangle has taken its lumps. We've been trying to bend or rework the Iron Triangle for years, with limited success. Today, thanks to DevOps and Agile Architecture, we finally can ...

October 14, 2015
Julie Craig
EMA

As the pace of business and technology innovation accelerates, IT organizations are under pressure to deliver software faster and at higher levels of quality. Automation is a key enabler for this process. We are conducting a new Enterprise Management Associates (EMA) study to uncover the key process and automation-driven competencies contributing to accelerated software delivery. A secondary goal is to uncover the relationships, if any, between these competencies and revenue growth ...

October 07, 2015
Gabriel Lowy
TechTonics

Legacy performance management solutions were architected for smaller, less-complex and static computing environments that did not change much from year-to-year. When all an IT team had to worry about was measuring infrastructure availability and utilization these tools were sufficient. But time has passed them by ...

October 05, 2015
Dennis Drogseth
EMA

As a follow-up to my previous columns on change management, I’d like to step back a little and shine a light on an even broader landscape. Here I’ll touch briefly on process, dialog, and workflow as a triad that can help IT organizations move forward toward a more efficient and potentially more business-aligned way of working ...

October 02, 2015
Pete Goldin
APMdigest

IDG Enterprise's 2015 Role & Influence of the Technology Decision-Maker research reveals how organizations set technology strategy, the individuals involved in technology purchase decisions and the resources used to stay in the know on technology transformation. Collaboration continues to be a key theme as business executives set the organizational strategy and IT executives lead teams to build and execute plans to help advance the organization ...

September 18, 2015
Dennis Drogseth
EMA

EMA has just completed some new research on "Digital" and "IT Transformation." Our goal was to discover what the truth really is surrounding these critical (and sometimes overused) terms. We will be sharing some of the highlights of this research on September 30 ...

September 11, 2015
Pete Goldin
APMdigest

The three main reasons to distrust an online experience are inaccurate content (91 percent), website downtime (88 percent), and overly simple identity and authentication procedures (75 percent), according to a new report by Neustar in collaboration with the Ponemon Institute ...

September 02, 2015
Dennis Drogseth
EMA

In Part 3 of a three-part series on change management, I’ll look at how the technologies for service modeling, automation, visualization, and self-service are evolving to address the more dynamic demands of trends such as cloud, agile, and mobile ...

August 25, 2015
Dennis Drogseth
EMA

This is Part 2 of a three-part series on change management. In this blog, I’ll look at what it takes to make change management initiatives succeed — including metrics and requirements, best practice concerns, and some of the more common pitfalls ...

August 19, 2015
Dennis Drogseth
EMA

This is the first of a three-part series on change management. In this blog, I’ll try to answer the question, “What is change management?” from both a process and a benefits (or use-case) perspective ...

August 10, 2015
Tracy Corbo
EMA

EMA estimates that enterprise customers with cloud-based deployments are running an average of 20% of their workloads over public and/or private cloud. The problem is that cloud deployments often experience performance issues. Since traditional testing methods do not always catch these issues prior to deployment, optimization has become a requirement ...

August 05, 2015
Terry Critchley
Author of "Making It in IT"

The performance of an application depends on the availability of adequate IT resources, such as CPU, memory, storage and so on. We are concerned in this blog with I/O capability ...

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